Trouble Ticketing

OTRS – ticket and process management system

OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails.

The software lets you manage incoming inquiries, complaints, support requests, defect reports, and other communications.

The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.

Features include:

  • Multilingual web user interface using its own templating mechanism called DTL (Dynamic Template Language):
    • Agent web interface for viewing and working on all customer requests.
    • Admin web interface for changing system things.
    • Customer web interface for viewing and sending infos to the agents.
    • Web interface with themes support.
    • Web interface with Single sign on (e. g. HTTPBasicAuth or LogonTickets).
    • Multi language support (Brazilian Portuguese, Bulgarian, Czech, Chinese, Dutch, Danish, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Russian, Slovak, Spanish, Turkish and Vietnam).
    • Customize the output templates (dtl) release independently.
    • Multi attachment support.
    • Easy and logical to use.
  • Ticket:
      • Custom queue view and queue view of all requests.
      • Ticket locking.
      • Ticket replies (standard responses).
      • Ticket autoresponders per queue.
      • Ticket history, evolution of ticket status and actions taken on ticket.
      • Ability to add notes (with different note types) to a ticket.
      • Ticket zoom feature.
      • Tickets can be bounced or forwarded to other email addresses.
    • Ticket can be moved to a different queue (this is helpful if emails are for a specific subject).
    • Ticket priority.
    • Ticket time accounting.
    • Ticket print view (PDF).
    • Ticket pending feature.
    • Ticket responsible feature.
    • Ticket bulk feature.
    • Ticket hook divider.
    • Ticket event module layer.
    • Generic agent to do automatically actions on tickets (based on scheduled jobs).
    • Content fulltext search.
    • Ticket ACL support.
    • Ticket workflow feature.
    • Ticket Overviews and global bulk action.
    • Master/Slave tickets.
    • Standard reports.
  • Multiuser system.
  • Highly scalable.
  • Integrated functionality for creating, reworking and searching FAQ texts.
  • Management Dashboard with plugins.
  • AJAX based customer search and auto completion.
  • Secure SMTP.

Support: GitHub Code Repository
Developer: OTRS Inc.
License: Affero GPL v3


OTRS is written in Perl and JavaScript. Learn Perl with our recommended free books and free tutorials. Learn JavaScript with our recommended free books and free tutorials.

Return to Customer Service Trouble Ticketing | Return to Issue Tracking Systems

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